Change Management Process
3 Categories of change The following categories of change will be used: • • • •
Standard Normal Emergency Major
This document relates mainly to the last three of these categories, the normal, emergency and major changes.
3.1 Standard change A standard change is a small, low risk change that can be implemented in a short, governed timeframe. Although a standard change is technically a change, it will not require a change request to be assessed and approved, although it should still be logged against the relevant configuration item as having taken place. Standard changes will be recorded in the service desk system and the implementation process of each standard change will be fully documented. Some standard changes will be requested by users via the service request process. These will be subject to specifically agreed target service levels specified in the SLA. Service requests will be processed according to the Service Request Management Process.
3.2 Normal changes These are “business as usual” changes which are expected to make up the majority of the change requests that are logged and handled through the change management process as described in this document. Although not emergencies, they will be prioritised in order that resources can be allocated in as effective a manner as possible.
3.3 Emergency changes Whilst all changes that are likely to be required should be foreseen and planned, there will be occasions when business requirements demand that changes be made in an emergency situation. Such changes are those requests which impact on internal or external ‘live’ systems and require implementation in order to resolve (or prevent) a current high priority incident or problem. In such cases a change request must be raised immediately even if the full change details are not available and the CAB must be notified. This is to ensure that all parties are aware at the earliest opportunity.
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